10 Pasos para Lograr la Excelencia en Servicio al Cliente

Brooke L Billingsley

PerstratConsult

Brooke (Welling) Billingsley

Brooke Billingsley

An Emotional Connection with Chile

Do your customers feel part of your organization?

Do your customers recommend you to friends and neighbors?

Do you regularly listen to your best customers?

Do you go out of your way to apologize to your customers when things go wrong?

Emotional Connection With Your Customer

Making a difference one customer at a time

1WIIFM

2Remove Barriers 3Strategies

Key Points

1 WIIFMEmployees & Customers

Facts about Employees

• 11,000 days in workplace• 88% no acknowledgement• 61% no importance• 46% no appreciation

2 Remove Perceived Barriers

“If I don’t meet your standard …please lower your standard!”

Customer Turn On #1

Make It All About the Customer

Lifetime Value of Customer

Cost per transaction + 100. USD Number of times per year + 12 Number of years as customer + 10 Total lifetime value = 12,000. USD

NEGATIVE word of mouth cost ? NEGATIVE viral media cost ?

Customer Turn On #2

Avoid Using “Rules”

to Justify Actions

Customer Turn On #3

Cultivate Knowledgeable

Employees

Customer Turn On #4

Engage the Customer

Customer Turn On #4

Customer Turn On #5

Teamwork

Customer Turn On #6

Friendliness

Customer Turn On #7

Take the High Road

Customer Turn On #7

AAA Technique

• Acknowledge

• Align

• Ask

Customer Turn On #8

Responding

Customer Turn On #9

Follow Through

Customer Turn On #10

Going the Extra Mile

3 Turn Your Customer OnStrategies

Perception Strategies, Inc. ™

Verbal Enrichments

Recognition

• Consistently

• Actions of thanks

• Write notes

• Use five coins in your pocketHandle With Care: Motivating and Retaining Employees - Barbara A. Glanz

Role Play

Your Questions

Thank youBrooke@BrookeBillingsley.com

Brooke L Billingsley

PerstratConsult

Brooke (Welling) Billingsley

Brooke Billingsley

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